Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries helping them shape their hybrid cloud and AI journeys. With support from our strategic partners robust IBM technology and Red Hat you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting curiosity fuels success. You’ll be encouraged to challenge the norm explore new ideas and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
In this role you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Your role and responsibilities
• Monitor maintain and support the Genesys Engage platform across production and non‑production environments.• Execute ITIL processes including Incident Problem Change and Service Request Management.• Troubleshoot and resolve real‑time issues related to routing IVR integrations and call flows.• Perform root cause analysis and develop corrective and preventive actions.• Support configuration changes and release deployments following change‑control guidelines.• Collaborate with cross‑functional teams such as network voice infrastructure and application support.• Provide on‑call and after‑hours support as needed for critical incidents or releases.• Prepare and maintain operational documentation runbooks and platform knowledge bases.• Contribute to continuous improvement initiatives to enhance performance reliability and automation.
Required education
Technical Diploma
Preferred education
Bachelor's Degree
Required technical and professional expertise
• Hands‑on experience supporting Genesys Engage components including Framework Routing Stat Server GVP SIP Server and Interaction Routing Designer.• Strong understanding of telephony concepts: SIP RTP SBCs call routing CTI integrations IVR and carrier connectivity.• Practical experience with ITIL processes and enterprise service management tools.• Proficiency in Linux environments for troubleshooting logs and system diagnostics.• Ability to analyze logs trace call flows and identify root causes across multiple systems.• Experience with SQL for basic queries and operational reporting.• Strong incident management skills with the ability to handle critical outages.
Preferred technical and professional experience
• Experience in large enterprise contact center environments or managed services.• Familiarity with Genesys Cloud migration approaches or hybrid architectures.• Scripting skills in Python Shell or PowerShell to support automation and diagnostics.• Knowledge of monitoring tools such as Splunk Grafana Kibana or similar platforms.• Certification in ITIL Foundation or higher.• Strong communication skills for collaborating with technical teams and presenting findings to leadership.• Experience preparing operational documentation SOPs and runbooks.